For multi-site and larger teams
Enterprise Remote IT Operations for Multi-Site Teams
GoProIT runs remote IT operations for companies that have outgrown one IT person: the help desk, devices, Microsoft 365 or Google Workspace, patching, monitoring, user changes and the monthly reporting, handled by one team with clear response targets.
- Mon–Fri 8am–8pm ET
- 1-hour P1 response target
- L1, L2 and L3 escalation
- Custom quote
Who this is for
This service is for companies with several offices, a spread-out remote workforce, or simply too many people for one internal admin to keep up with. Maybe you have one IT manager who spends the day resetting passwords instead of planning. Maybe each site has its own “computer person” and nobody has the full picture.
Think of it as managed IT operations: we take over the daily operating work and run it the same way at every location. Your IT manager, if you have one, keeps the decisions. We do the work, write it down and report on it.
Common starting points:
- An internal IT lead who needs a service desk and systems team behind them
- Offices in different states with no shared process for new hires or device setup
- A growing remote team where laptops ship to homes and nobody tracks patch status
- A current provider that answers tickets but never shows you what got done
Remote IT operations we run day to day
Each area below is part of the same operating scope, not a separate contract. We agree the exact list with you during scoping.
- Service desk. Your staff contact one help desk for sign-in problems, Outlook and Teams issues, printers, VPN, software installs and how-to questions.
- Endpoint management. Windows and Mac devices enrolled, configured to a standard build, inventoried and kept current. Endpoint protection and EDR alerts are part of the same view.
- Microsoft 365 and Google Workspace admin. Users, licenses, groups, shared mailboxes, Teams and SharePoint permissions, MFA and sign-in policies. See our Microsoft 365 management page for the detail.
- Patching. Operating system and common application updates on a set schedule, with a test group first and a report of what failed.
- Monitoring. Automated checks on devices, backups and key services, raising alerts into the ticket queue.
- Onboarding and offboarding. New starters get an account, licenses, a device and access on day one. Leavers lose access the same day, and their mailbox and files go where you tell us.
- Change management. Planned changes are written up, approved by you and scheduled, so nobody finds out about a new policy when it breaks something.
- Reporting. A monthly report on tickets, response targets, patch status and open risks.
How tickets move from L1 to L3
Every ticket starts in one queue and moves up by scope, not by who happens to be free. The engineer who escalates writes down what they found, so the next person does not start from zero.
- L1 service desk takes the first contact. They handle password resets, MFA resets, mailbox and calendar problems, printer and software issues, and standard requests from your service catalog.
- L2 systems engineer takes problems that touch more than one user or need admin changes: group policy and device configuration, Microsoft 365 or Google tenant settings, network and VPN faults, failed patches and backup alerts.
- L3 senior engineer takes design decisions, larger changes, security incidents and anything that crosses systems. The L3 also reviews change requests before they go to you for approval.
You see each hand-off in the ticket history. If a ticket sits too long at one level, it gets flagged in the monthly report.
Response-time targets
We set a priority on each ticket when it comes in. You can ask us to raise it if the business impact is bigger than it looks.
| Priority | What it means | Response target |
|---|---|---|
| P1 critical | Business stopped, or a security incident | 1 hour |
| P2 high | A major function is down, or several users are affected | 4 hours |
| P3 normal | One user affected, and a workaround exists | Same business day |
| P4 low | Requests, changes and how-to questions | Next business day |
Response means a technician acknowledges the ticket and starts work. It is not a promise of when the fix will be done, because some problems depend on vendors, parts or your team. Targets are measured in covered hours and reported monthly.
Coverage hours and after-hours options
Covered hours are Monday to Friday, 8am to 8pm Eastern. That spans the working day for offices from the East Coast to the West Coast, and for multi-site IT support the same hours and targets apply at every location.
- Included: people answering and working tickets Monday to Friday, 8am–8pm ET.
- Outside covered hours: automated monitoring and EDR alerts keep running. There is no human on shift unless you add on-call cover.
- 24/7 on-call add-on: a paid option that puts an on-call engineer behind P1 incidents at night and on weekends.
- On-site work: when something needs hands at a desk or a rack, we send a vetted local partner technician as a paid add-on and manage the visit from the ticket.
Change management without the paperwork pile
Larger teams break when changes happen quietly. A new conditional access rule locks out a site. A driver update takes down a label printer. We use a short, written process instead.
- We write the change: what, why, which users or sites, and how we roll it back.
- The L3 engineer reviews it.
- You approve it, or tell us to wait.
- We schedule it, ideally for a quiet window, and tell affected staff ahead of time.
- We record the result in the ticket and the monthly report.
Routine items, such as adding a user to a group, run as standard requests and skip the approval step. We agree that list with you at the start.
What the monthly report shows
- Tickets opened and closed, by priority, site and category
- Response targets met and missed, with notes on misses
- Patch status by device group, and devices that keep failing
- Security and backup alerts, and what we did about them
- Joiners, movers and leavers processed
- Changes made, and changes waiting on your approval
- Recommendations for the next month
We go through it with you on a short call. If something keeps coming back, we say so and propose a fix.
Who does the work, and what they can see
GoProIT is a US-managed team with engineers in the US and overseas. The same rules apply to everyone who touches your systems:
- Our engineers use MFA on GoProIT’s own tools.
- Remote sessions are logged.
- A remote session on a user’s device needs that user’s approval, and they can end it at any time.
How enterprise remote IT support starts
- Scoping call. We learn your sites, headcount, devices, systems and pain points.
- Written scope and quote. You get the service list, the priority definitions and a custom price.
- Discovery. We document users, devices, licenses, admin accounts, network and vendors, and flag risks we find.
- Cutover. We agree the go-live date, publish how staff reach the desk, and take over the queue.
- First review. After the first full month you get the first report and a list of fixes we recommend.
Other ways to work with us
- Want the same engineers on your account every day? Look at Dedicated Offshore Tech Pods.
- Run an MSP or IT consultancy and need back-office capacity? See White-Label Managed IT Services.
- Need general managed IT services or web and app engineers? See Dedicated Remote IT Teams.
- Smaller team? Our Business Support Plan at $49/user/month covers most of the daily support work without a custom scope.
Common questions
How is this different from your Business Support Plan?
The Business Support Plan is a fixed per-user plan for small teams. Remote IT operations is a custom scope for larger or multi-site companies. It adds change management, written escalation rules, priority-based response targets and monthly reporting across every location.
Do you replace our internal IT manager?
No, unless you want us to. Most clients keep their IT lead for strategy, budgets and vendors. We handle the queue, the devices and the admin work, and the IT lead approves changes.
Is the response target a promise of when the problem is fixed?
No. Response means a technician has acknowledged the ticket and started work. How long a fix takes depends on the problem. We report response targets monthly, measured in covered hours.
What happens at 2am if a server goes down?
Automated monitoring and EDR alerts keep running outside covered hours, but no one is on shift by default. If you need a person, add the 24/7 on-call engineer for P1 incidents.
Can you handle on-site work at our branch offices?
Yes, through vetted local partner technicians as a paid add-on. We book the visit, brief the technician and track it in the same ticket.
How much does it cost?
Pricing is a custom quote based on your headcount, sites, systems and the hours you need covered. Book a scoping call and we will send a written scope with the price.
Get your IT operations under one team
Tell us how many people and sites you have, and what keeps going wrong. We will come back with a written scope and a custom quote.